We get it. Owning a restaurant is hard work, and the last few years have opened new doors to even greater challenges. Employee retention has been low, prices are soaring and there is new technology to be learned every time you turn around. With all of that, plus so much more, your restaurant might have let a few things slip, resulting in unhappy customers. It happens to the best of us, even when our intentions are good and we feel like we are giving it all we’ve got. So when you do lose customers, how do you win them back? The answer might not be as difficult as you think.
Improve The Experience
A great place to start at winning customers back is providing excellent service and elevating their experience from the moment they walk in until they leave. Provide your employees with adequate training, so they will feel confident when greeting customers, answering questions about the menu and tending to the customer’s needs. Pay close attention to the details like table setting, cleanliness and music. Utilize user friendly technology that will allow you to save time, energy and resources so you can put more effort into satisfying your customers. Ask yourself what you can do to make the diner’s experience better. You don’t have to completely overhaul the way you run your restaurant, but get some feedback and see what areas can be improved. You will be amazed at how seemingly small changes can make a big impact.
Be Quick To Respond
In a world of technology and quick access to information, people expect a prompt response. If a customer has a complaint, you want to address it as professionally and quickly as possible. Take the time to listen to the customer’s complaint, or suggestion, and try to empathize and see their point of view. You want them to feel seen and heard. Apologize for the bad experience they had and for not meeting their expectations and see what you can do to right the situation. Maybe you can offer a discount, give a coupon for their next trip back, offer a free dessert or comp their appetizer. Each situation will be different, so depending on what has happened might change how you choose to handle it. The main point here is to be sincere, hear the customer out and express your apologies. If a customer complains online, be sure to respond in a similar manner. You can even email or message them further apologizing and sending a coupon to help rectify the situation.
Make It Personal
There are so many great tools to help personalize the dining experience today. You can collect data to see what customers like most, and cater to what they prefer. You can also set up a loyalty program for customers to offer special deals and rewards. When customers engage with you on social media, be sure to take the time and respond. Of course, this isn’t always possible, but setting aside some time each day or every couple of days to respond to your customers can help them feel connected.
There will always be a few people that don’t come back, and sometimes there is truly nothing more you can do, but more often than not, simply engaging with the customer, adding a personal touch or creating a better environment for your guests is enough to win them back! Show them that you care and that their business matters to you.
